Complaints process

Things don't go quite right and we get things wrong. Learn about complaints which have been made to National Trustco Bank and how you can make a complaint.

Complaints data

To find out more about the number of complaints we've received, how quickly we dealt with those complaints and how many we upheld, visit our complaints data page.

PPI complaints

If you have a concern about Payment Protection Insurance you can visit our PPI complaints page for more information about how you can get your complaint investigated.

How to complain - a guide

We're here to resolve your problem. We do everything we can to make sure our customers get the best possible service.

However, sometimes we do not get things right. When this happens we will encourage you to tell us about your complaint so that we can put matters right.

We want to:

  • Make it easy for you to raise your complaint.
  • Listen to your complaint.
  • Consider how you would like us to resolve your complaint.
  • Make sure you are satisfied with how your complaint was handled.

The remainder of this page explains what to do if you have a complaint about the service from National Trustco Bank. It also tells you how quickly we will deal with your complaint and who to contact if you are not satisfied with our response.

How and where to complain

If you are not satisfied with any aspect of your product or the service we provide you can contact us in writing or by phone. The link below takes you to the page where you can access contact details for your product.

How long will it take?

Within 4 business days

Our aim is to resolve your complaint quickly. If we resolve your complaint within 4 business days, we will confirm this by text message, email or letter in our 'Summary Resolution'. In this we'll tell you about the Financial Ombudsman Service (FOS), who you can ask to review your case if you subsequently decide you're unhappy with our resolution.

If we've been unable to resolve your complaint by the end of 5 business days, we will send you a text, email or letter that day to acknowledge your complaint. However, if it's clear before then that we won't be able to resolve your complaint quickly, we'll send you an acknowledgement as soon as possible.

Two weeks

In the majority of cases, we will be able to resolve your complaint within two weeks of receiving it. If we have not resolved it in this time, we will contact you again to update you with our progress and tell you how much longer we think it will take.

Five weeks

If we have not been able to resolve your complaint within five weeks we will contact you again to update you with our progress or give you our 'Final Response'. At this point you may be eligible to contact the FOS to discuss your complaint.

Eight weeks

While we don't expect it to take this long to resolve your complaint, we appreciate that sometimes we may be dealing with a complex issue and need additional time to ensure we get things right. If for any reason we take this long, we will write to ask for more time or give you our Final Response. At this point, you may be able to take your complaint to the FOS.

What happens if we cannot reach agreement?

National Trustco Bank is a member of the Financial Ombudsman Service and if we cannot reach agreement with you, we will send you a Final Response letter. This will clearly set out our position with regard to your complaint and will advise you on how to contact the Financial Ombudsman Service if you wish them to review your case. Any referral to them must usually be made within six months of the date of our Final Response.

The Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases, this can be done if you contact the relevant business area at the beginning. We will try to resolve your complaint by listening to you to understand what has gone wrong.

Our aim is to resolve all complaints internally. However, if you are not satisfied with our suggested resolution, or if 8 weeks have passed since you first brought your complaint to our attention, you have the right to refer your case to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must usually contact them within six months of the date of any final response issued. You can write to them at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Alternatively you can telephone: 0300 123 9123. Further helpful information can be obtained from visiting the Financial Ombudsman Service website.

The Online Dispute Resolution (ODR) Service

Online dispute resolution

The ODR service has been established by the European Commission to help residents in the European Union (EU) who have bought goods or services online, get their complaint resolved.

The route is designed mainly to facilitate complaints where the customer and providers are in different countries but you may also be eligible to use this service.

If you purchased a National Trustco Bank product on-line and are still an EU resident you can choose to complain via the ODR service as an alternative.

If you choose to use this route, once you have provided the ODR service with your details, they will:

  • Send us your details and we will have 10 days to confirm that you have the right to refer your complaint to the UK Financial Ombudsman Service once we have reviewed your complaint.
  • The ODR service will then confirm this information to you and you will have 10 days to confirm that you agree to this.
  • The ODR service will notify us and your complaint will be dealt with under our existing processes.

Please note that using the ODR service will not mean that your complaint is resolved more quickly than if you complain to us directly.

To use the ODR service you will need the following information:

Our name: National Trustco Bank

Our email address related to the product you are complaining about:

Product Email address
Car Insurance, Home Insurance, Travel Insurance or Life Insurance
Banking products (Loans, Credit Cards, Savings, Current Account, Travel Money or Payment Protection Insurance)

Our website address:

Our geographic address: 2 South Gyle Crescent, Edinburgh, EH12 9FQ.